Whether you might be handling an issue, a change or incident management – you really don’t mind. For you it’s about more than that - it's about customers, and the SLA’s role as an important tool. The Service Level Manager is there to ensure our customers experience an optimal service. When a client requests something, you see to it that processes and procedures are used optimally to fulfil any agreements we have made with them. We continuously measure customer satisfaction as we feel it’s an essential business driver. You are the lubricant of the team, the extension of our Customer Success Manager and the customer, but above all, it’s you who ensures processes run as intended and the customer is satisfied. At the same time, you see the bigger picture and can show customers what is and is not realistic. The Service Level Manager has oversight of all calls and knows best how to set priorities with and for the team.
You’re constantly driven to scrutinize all work and calls from our ITSM system, to ensure we meet any agreements as set with our customers. You also ensure that we meet information security requirements (ISO27001) and never lose sight of quality (ISO9001). When it comes to problem management, incident management and change management, we want to be guided by your expertise.
You feel at home amongst the engineers in the customer teams. You get your energy from being able to maintain control of the ITSM process every day, motivating engineers to grow, and being able "To Lead the Way" for customers. As a senior colleague, you know how to inspire junior and mid-level Service Level Manager in other teams and help them grow.
The client teams, from which we serve many customers, look like this: they have smart engineers who are incredibly good at their job and know everything about their field. There’s also the Project Manager, with whom you will work closely, and the Team Manager, for whom you function as a kind of right-hand person.
Together you ensure that the teams provide timely, adequate attention in dealing with clients. You'll have close, regular contact with clients in order to fine-tune priorities and make timely adjustments.
So, what about you? As a Service Level Manager you are process-driven, ensuring that the team is optimally managed and facilitated to meet important KPIs from our SLAs. Within the team you are the point of contact for the Customer Success Manager.
In addition to working with your own customer team, you will collaborate with other Service Level Manager. You will frequently join forces to learn from each other. As one of the senior personnel, you will inspire junior, mid-level and even senior colleagues.
Starting to work at Sentia, you will be assigned a buddy. Your buddy is a colleague who familiarizes you with your team, the systems, culture and way of working. You will also be introduced to the clients.
During the initial period, you will mostly be busy learning how we work. You will need to understand our standard of IaC coding, our deployment mechanisms and our operational processes. You will also work on preparing a number of releases, to learn our way of working, hands-on. Following that, you’ll also get to know all the customer systems, while participating in support and projects. In this way, you learn immediately about the environments used by your customers.
Luckily, we work with a clear process at Sentia and everything is clearly documented. You can also approach your colleagues with any questions you may have.
Having become familiar with your customers’ environments, it’s time to go beyond supporting customers with fixes and troubleshooting. You can get started on developing and optimizing their environments.
Your individual development is of central importance to us, and we consider it imperative that this opportunity is put to use within Sentia.
What do we offer?
When are you fir for the job?
- Hold a bachelor’s degree (HBO level)
- Have 5 years of experience in this type of role, carrying out process optimizations within teams
- Have extensive knowledge and experience in the field of ITIL processes (problem, change and incident management)
- this to the Team Manager and CSM to improve process management within the team
- Also have knowledge of ISO27001 and ISO9001 (and preferably ISAE3402)
- Certification in the field of ITIL is an advantage
- Stakeholder management abilities; you provide continuous information to the customer
- You will also provide this to the Team Manager and CSM to improve process management within the team
If you are interested in applying or would like more information, contact Frank Hallie via @NL | Jobs or call +31 (0)88 42 42 200. If you know someone who might be interested, please share this vacancy via links below.
What can you expect after pushing the apply button? We follow some steps. They can differ from time to time due covid or other circumstances. But in general you can follow this guideline to become a true Sentian as soon as possible. We're looking forward to it!
We are one of the fastest growing IT service providers in North West Europe, with a 100% focus on our Cloud First strategy. With over 600 employees, we are impossible to miss. From our offices in Amsterdam, Nieuwegein, Rotterdam, Copenhagen and Ghent, we work hard on what drives us: state-of-the-art IT infrastructure for our customers.
At Sentia, you get all the space you need to develop your talents. We are convinced that you can only lead the way by continuing to develop yourself. That’s why we do everything we can to constantly innovate with you in both technology and your personal skills. Your colleagues regularly attend events like DevOps days, Microsoft events / trainings and AWS events / trainings and you are always given space to earn the latest certifications in AWS, Azure, Windows, Linux, Ansible, Python, Powershell, Ruby, MongoDB, Oracle, Apache, JBoss and Splunk ... or whatever you need!
Our Sentian Values
We regularly leave our comfort zone.
We challenge ourselves more than Sentia challenges us.
We have realistic views of our skills and always look for ways to improve.
We accept mistakes, but we strive for zero repeats.
We communicate clearly, concisely and often.
We share our thoughts and concerns immediately with honesty.
We don’t make assumptions, we rather ask that extra question.
We don’t rely on emails alone for perfect communication
We focus on listening rather than responding.
We take the approach that everything is a hypothesis and we could be wrong.
Internally we also listen. If you have an idea or a problem; we are here for you.
We understand first before we try to be understood
We do what we say and say what we do (and don’t do).
We take ownership, always willing to go the extra (s)mile.
We are accountable and document our work (and time).
We strive to exceed expectations (of customers, team members, partners).
We don’t speak negatively about colleagues or customers.
We look at the upside first when change presents itself.
We don’t complain, but there’s always room to share our concerns.
We never miss an opportunity to give positive feedback.
Join the lead generation
We welcome new talent as a part of our cloud journey. Start the next step in your career and send us your application. Don't follow the path, lead the way.